SUBMIT A COMPLAINT

LATAM Airlines / LAN Airlinesflight from lima to iguassu falls

We are a family of 4 travelling from Lima to Iguassu Falls on 28th July 2018. Scheduled flight was at 12:35 via LA2443. Our connecting flight was delayed and we got to the checked in counter at Lima at 11:25 but the counter staff wouldn't allow us to check in as they said counter was closed 2 minutes ago! According to them the flight time was 12:24!!! We were advised to go to Latam tickets change counter. Usually check in counter closes an hour before flight time so unsure why Latam closes earlier.

We asked the Latam tickets change counter (the gentleman was polite) if there was any other flights from Lima to Iguassu Falls on that day and he said no. We then called our travel agent in UK and they advised if we could get on the next day flight. We then asked Latam staff and was told it cost about USD920 pp for next day flight. As we had no other choices so we said yes to book us on next day flight but after we had paid, the staff said we could get on the 3 pm flight to Iguassu Falls on the same day as there were 4 seats available.

We were puzzled but were grateful when he rushed us to the checked in counter and got us all checked in by 14:20. We rushed through the security checks and then got to the boarding gate only to find out our original flight LA2443 scheduled at 12:35 was delayed to 15:00. Why we could check in at 14:20 for a 15:00 flight and not at 11:25 for a 12:35 flight?

In summary, the 4 seats available were our seats! We paid extra GBP2807.27 to get onto the delayed flight which we were being refused to check in at 11:25!

We felt cheated and disgusted by the treatment from Latam airline.

We would like to escalate this complain and demand for refund of the GBP2807.27 for the 4 tickets which we paid twice for the same seats.

Kind regards
Mrs Yap

Mr
Aug 05, 2018

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